Give a Vaccine is entirely dependent on the trust and goodwill of its donors. We will always act to maintain this trust in our conduct and dealings with everyone. If you feel that we have fallen below high standards of conduct in any part of our work then we want to hear from you so that we can deal with the matter promptly, regain your trust, and put procedures in place to stop errors occurring again. We are always very grateful to hear from people who are willing to take the time to help us improve.
We are a straightforward and transparent organisation and you can get in touch with us in the following ways:
Please include your name, address and contact telephone number in your email or letter so that we can respond accordingly.
We endeavour to respond fully and conclusively to all complaints within 10 working days. However, you will receive an acknowledgement of your complaint within the first 5 days of receipt. Wherever possible we will deal with it more quickly but if we think it will take longer we will let you know.
You can contact us in whichever way is most convenient to you but we may choose to respond by email or telephone unless you ask us otherwise.
In more complex situations where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can. We will record your complaint and between us we can agree on the best way and time to get back in contact with you.
We will work hard to fix problems, correct mistakes and address concerns in a fair way that leaves you satisfied and impressed. Please let us know how you think it could be resolved when you make a complaint. We want to reach the best possible outcome.
We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you with a prompt response and tell you who to go to if you want to escalate your complaint further.
If the complaint concerns issues that are beyond our control then we will say so. There may also be occasions when we are not able to respond to a complaint at all. These include:
We are a small organisation and therefore, complaints will be handled directly by the founders of the organisation. If a complaint is about an individual the complaint will be handled by someone else in the organisation. Where the complainant feels that our response is not in line with our complaints procedure then the complaint can be escalated to the Fund Raising Regulator. You must contact them within two months of receiving your response from us.
Contact can be made via their website or via telephone: 0300 999 3407. They can also be contacted at this address: Fundraising Regulator, 2nd Floor, CAN Mezzanine, 49-51 East Road, London, N1 6AH, www.fundraisingregulator.org.uk
We treat all comments and complaints as an opportunity to improve. We are happy to acknowledge the mistakes that we have made, sincerely apologise for them and then try to prevent them from happening again in the future. Thank you for helping us to provide a better service.